Mobipocket eBook Add to eBookBag Available copies:   2 Library copies:   2 File size:   1408 KB Digital ISBN:   9780814423936 Release date:   Mar 15, 2002

This bright and breezy service primer has proven itself a big hit with frontline service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point: "As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company." With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to: * use the power of listening to help customers * use words effectively -- to soothe, reassure, and communicate * personalize service without getting emotionally involved * master the Art of Calm * make service more than just "being nice" and really deliver tangible benefits to the customer The second edition is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!

"Part One: The Fundamental Principles of Knock Your Socks Off Service 1: The Only Unbreakable Rule: To the Customer You Are the Company 2: Know What Knock Your Socks Off Service Is 3: Knock Your Socks Off Service is: Reliable 4: Knock Your Socks Off Service is: Responsive 5: Knock Your Socks Off Service is: Re-Assuring 6: Knock Your Socks Off Service is: Tangibles 7: Knock Your Socks Off Service is: Empathetic 8: Customers are Everywhere...Inside and Out 9: The Ten Deadly Sins of Customer Service 10: The Customer is Always...The Customer Part Two: The How To’s of Knock Your Socks Off Service 11: Honesty is the Only Policy 12: All Rules were Meant to Be Broken (Including This One) 13: Creating Trust in an Insecure, Suspicious World 14: Do the Right Thing -- Regardless 15: Listening is a Skill -- Use It 16: Ask Intelligent Questions 17: Winning Words and Soothing Phrases 18: Facts for Face-to-Face 19: Tips for Telephone Talk 20: Putting Pen to Paper or Fingers to Keyboard 21: Putting Your Best E-mail Forward 22: Exeptional Service is in the Details 23: Good Selling is Good Service -- Good Service is Good Selling 24: Never Underestimate the Value of a Sincere Thank You Part Three: The Problem -- Solving Side of Knock Your Socks Off Service 25: Be a Fantastic Fixer 26: Use the Well-Placed ""I’m Sorry"" 27: Service Recovery Expectations 28: Service Recovery and the Internet 29: Fix the Person 30: Fair-Fax the Problem 31: Customers from Hell are Customers Too 32: The Customers From Hell Hall of Shame Part Four: Knock Your Socks Off Service Fitness: Taking Care of You 33: Master the Art of Calm 34: Keep it Professional 35: The Competence Principle: Always be Learning 36: Party Hearty"

 

Delivering Knock Your Socks Off Service by Kristin Anderson
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